Forum Discussion

Bklyn-76's avatar
Bklyn-76
Channel Surfer
2 years ago

Connectivity issues and unable to do system updates

For the past few months I’ve had problems with Roku not connecting to the internet, being extremely slow and have been unable to perform a system update after trying multiple times. It’s saying my last system update was in February. I’ve deleted some apps, upgraded my internet twice, got a new router and my internet company checked the connection and says everything is fine but the problem persists. Any help would be greatly appreciated.

tv & player wifi

8 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, Bklyn-76 

    Thanks for posting, and welcome to the Roku Community.

    We came across your post where you mentioned that you are having an issue with the network on your Roku Roku Streaming Device, and we'd be glad to help. For this issue, we recommend performing troubleshooting steps to address the problem at hand. Kindly follow the steps below:

    Restart your Roku

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Power. If you do not see a Power submenu, skip to the next step.
    5. Select System restart

    Restart your network connection

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select Advanced system settings
    4. Select Network connection reset
    5. Select Reset connection

    After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again. It is also recommended to restart your network modem/router for better results.

    Once all of the steps mentioned above have been performed, please check if you notice any improvements. If the issue persists, please provide the details below:

    • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

    Your response would be much appreciated. 

    Best wishes,
    Kash

    • Bklyn-76's avatar
      Bklyn-76
      Channel Surfer
      2 years ago

      Hi and thank you for your response.  I followed all your recommendations but the problem still persists. Here are the items you requested.  ROKU DEVICE MODEL TCL MODEL 43S435,  SERIAL NUMBER X00000VTY8K8, DEVICE ID S02STO8TY8K8, SOFTWARE VERSION 12.5.5 build 4174-93

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, Bklyn-76 

        Thanks for keeping us posted.

        We'll take note of the information you have brought to our attention, and we'll make sure to forward it to the appropriate Roku team for further investigation.

        In the meantime, we'd like to request follow-up information on the issue you've encountered.

        • Internet Service Provider (ISP): Who do you get your internet service from (e.g., Xfinity, Spectrum)?
        • Router/Modem Brand & Model: What brand and specific model of router and modem do you have?
        • Specific Error Code.

        We hope that we'll hear soon from you, and appreciate your patience and understanding as we work on this,

        Best wishes,
        Kash